Currently at all-time peak NRR of 100%.
8x8 is above the Customer Engagement Public median by +1pp (cell median: 99%)
8x8 (EGHT) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q1), 8x8 reported a Net Revenue Retention rate of 100% - a mid-pack result for B2B SaaS at this segment.
8x8 is currently at or near its all-time NRR peak.
Within its peer set (customer engagement companies at public stage in the $25k-$100k acv band), 8x8's NRR is roughly in line with the cell median of 99%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Revenue, ARR, and team-size denominators for the productivity ratios.
Support tiers: Standard · Premier · Strategic
CS team segments: Small Business · Low-end Enterprise · Enterprise
CSM model: account-named
Education programs: 8x8 Communities
Customer Advisory Board: Yes
Top customer exec: Samuel Wilson - Chief Customer Officer (since 2020) · reports to CEO
CCO comp tied to retention: Yes - Performance-based restricted stock units (PSUs) vest based on cash flow from operations.
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Renaming and alignment of XCaaS platform to focus on customer experience (CX) strategy.
"renamed our XCaaS platform the "8x8 Platform for CX". We believe this new identity better reflects our purpose"
Planned retirement of the legacy Fuze platform by end of calendar 2025 to transition customers to core platform.
"With the planned retirement of the Fuze platform by the end of calendar year 2025"
Proactive white glove coverage of top 1,000 revenue-generating accounts to increase loyalty and reduce churn.
"Our proactive white glove coverage of our top 1,000 revenue-generating accounts has increased customer loyalty"
A cross-functional center of excellence team to support proof of concept periods for platform upgrades.
"after an extensive proof of concept period supported by a cross-functional center of excellence team."
New product introduction to enhance employee and customer experience.
"We continue to introduce new products like 8x8 Engage, add capabilities that allow our customers to enhance employee"
Enhancing platform foundation with cutting edge technology and composable agent/supervisor interfaces.
"We are also enhancing our platform foundation with cutting edge technology, such as the Customer Interaction Data Platform"
Native agentic AI allowing customers to build and deploy AI-powered voice and digital agents using natural language.
"We also added native agentic AI to our Platform for CX with AI Studio."
Completion of the final upgrades of Fuze customers to the 8x8 platform, decommissioning legacy infrastructure.
"completion of the final upgrades of Fuze customers to the 8x8 platform. Every 8x8 customer is now on our modern"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Total revenue declined 2% for the year during sales transformation.
"While total revenue declined 2% for the year, we saw our revenue performance improve"
Rising competitive pressures and AI-driven innovation in the market.
"In a market characterized by rapid AI-driven innovation and rising competitive pressures"
Targeting completion of the migration of Fuze customers to the 8x8 platform and shutdown of Fuze platform by Dec 2025.
"We are targeting completion of the migration of Fuze customers to our 8x8 platform and the shutdown of the Fuze platform"
Revenue from customers remaining on the legacy Fuze platform is declining as they are migrated to the 8x8 platform.
"This was offset by a decline in revenue from customers remaining on the Fuze platform, as expected."
Competitors using aggressive or 'strange' pricing behavior during their fiscal year-ends.
"I just wonder what they're thinking with some of the batshit crazy pricing they put in the marketplace."
Decrease in subscription revenue driven predominantly by former Fuze customers.
"This increase was partially offset by a decrease in subscription revenue of $7.8 million consisting predominantly of former Fuze customers."
Curated quotes about customer outcomes, retention, renewals.
"When we sell those multiple products, of course, we get a higher GRR, we get a higher NRR, our financial numbers are better."
"CSAT scores in the mid- to high-90% range for our targeted enterprise customers."
"We are going to reach a crossover point... where three-plus product customers surpass one product customers. We do see a substantially higher renewal rate and retention rate when we do that."
"We know customers with active CSMs have a higher NPS score and gross retention above 90%."
"our retention rates are going up as we get more multi-product customers. In the end, this post-COVID transition is certainly one we have to deal with."
"We know the more products we sell customers, the stickier they are, the higher the LTV, the higher the average revenue per customer."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
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